Customer Stories

How a Global Media Company Replaced Tab-Switching with One Chat

Author: Daniela Gonzalez 

A global media and streaming company needed a simpler way for business teams to access and analyze information stored in Salesforce. By connecting the company’s Salesforce environment with Amazon Quick, AWS’s AI-powered analytics and business intelligence platform, we created an AI Chat interface that brings disparate data together and enables users to explore it using plain language. 

The Challenge 

The client runs a big content business and relies on Salesforce to manage information related to marketing campaigns, growth projects, creative operations, and other initiatives. 

Getting useful information out of it was slow. Business users had to go through Salesforce administrators every time they needed a report. Information also lived across multiple Salesforce objects and systems, making it difficult for business users to see relationships between data without additional analysis. 

For example, our client struggled to match their advertising schedule against TV slots to catch potential conflicts. The underlying data needs to be connected and structured in a way to support flexible, open-ended queries.

The client also wanted their teams to use AI to answer their questions and build an accurate report fast. No waiting. No middle person involved.  

Why We Were Selected 

Our Salesforce Services team previously provided Salesforce support for the client’s broader media organization, giving our team an in-depth understanding of their Salesforce environment, custom data models, business rules, and the day-to-day needs of its users. 

That context mattered. This new project wasn’t a usual integration. It requires someone who has Salesforce AI expertise and is familiar with the client’s business operations.  

I was tasked to lead this project as I have Salesforce Administrator and Agentforce Specialist certifications. Plus, I have worked with the client’s extended team for over two years.   

The Solution 

I explored connecting Salesforce and Amazon Quick through an action-based Model Context Protocol (MCP) approach. While a connection could be successfully established, AWS security verification repeatedly removed the connection. 

I took alternative approaches and found a direct connection between Amazon Quick Sight and the client’s Salesforce environment turned out to be the cleaner path.  

That connection pulled data from three custom Salesforce objects and then was configured within Amazon Quick Topics. A Chat Agent was built on top, with custom instructions that gave it enough business context to understand the data structure, not just read it.  SPICE, Amazon Quick’s in-memory analytics engine, supports faster querying and better, more responsive experience. 

The Result 

Business users can now type a question in plain language and get an answer in seconds. No helpdesk ticket is required. Amazon Quick can generate reports, dashboards, charts, summaries, and other insights without requiring users to write queries or depend on an administrator to build a report. 

What matters most is what happens when data connects. Teams can now look at advertising and TV slot information side-by-side, something that was too difficult before because data lived in separate places. Relationships and overlaps that used to take extra effort to find are now visible in a single conversation.  

The pivot away from MCP also turned out to be the right call. Simpler setup, faster access, less tools to break.  

The biggest lesson from this project was that a technical blocker can lead to a better solution. By stepping back and looking at what the business needed, I found a simpler way to give users faster, more direct access to the insights they were looking for.

Daniela Gonzalez, Salesforce Associate, Beyondsoft

Next Steps 

This project shows how companies can extend the value of their existing Salesforce investment by connecting it with modern analytics and AI capabilities. We’ll continue to collaborate with their teams to identify where Salesforce can address other friction areas. 

For businesses looking to extract more value from Salesforce, we can help design and implement an approach aligned with your existing technology environment and business needs. Contact us to learn more.